TAILIEUCHUNG - Lecture Introduction to business - Lecture 32: Producing goods and services

The following will be discussed in this chapter: Service operation, goods production, global operations, technology/internet, quality planning, all businesses are service operations to some extent. | Lecture 32 Some Important Concepts Chapter 14: Producing Goods And Services Operations & Production Growth Definitions Service Operation Goods Production Global Operations Faster paced, more complex Outsourcing Growth in service sector Technology/Internet Quality Planning All businesses are service operations to some extent Utility Benefits the production provide is important to understand the production process Product’s Ability To Satisfy Want Types Time * Place Possession Form * Operations (Production) Management Systematic Direction/Control Of Processes That Transform Resources Into Finished Goods Creating Value Managers Ensure Processes Create Value/Benefits Transformation Process Goods Manufacturing Classification of Production Service processes Goods processes Analytic Breaks down resources in to components Synthetic Combines raw material to make finished goods Service Processes Service: Extent Of Customer Contact High-Contact Low-Contact Focus of Service vs. Manufacturing Performance Goods produced and services performed Process & Outcome Goods focus on outcome Services focus on transformation process as well as the outcome Focus of Service vs. Manufacturing Service Characteristics Intangibility Customization unstorability Customer-Service Link Customer is part of the service E-Commerce- “Virtual” Presence Of Customer Service Quality Considerations Focus of Service vs. Manufacturing E-Commerce- “Virtual” Presence Of Customer Service Quality Considerations Quality of work and quality of service are two different things Operations Planning Capacity For Producing Goods Services Location Goods Services Operations Planning/Control Layout Planning Producing Goods Productive Facilities Nonproductive Facilities Support Facilities Product Layouts Process Cellular Product Others For Flexibility Service Layout Process Layout Cellular Layout Goods Producing Layout Other Layout Developments U-Shaped Production Lines Flexible Manufacturing System Quality .

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